Mobile App: Using bluetooth headset to answer incoming call?

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  • Updated 7 months ago
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  • (Edited)
I am able to use my Bluetooth headset with Android RC App, however I can only use it to talk/listen, but not to actually answer the call. Is this a configuration issue, or is bluetooth call control not an option on mobile app? My goal would be to also be able to use the ANSWER/HANGUP button on my headset to take.end the call.
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Robert Del Bueno

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Posted 3 years ago

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Mike, Official Rep

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Hi Robert,  We haven't done any official testing with bluetooth mobile devices.  The units we've tested shown on the following page were tested for the Desktop app:  Desktop App: Recommended Wireless Headsets

I'm changing this thread to an idea topic in the hopes that we can get a set of tested/recommended bluetooth devices for the mobile app.  

Meanwhile, I'll do some checking to see what I can find out for you.  If any other Community member has successfully tested any devices please chime in.  

Mike 
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Jack Forman

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I have the same issues with the mobile app and my Bluetooth headset. I am using a Voyager Legend.
The mobile app does not always recognize the Bluetooth headset. Sometimes when I answered the phone with the mobile app Bluetooth is not an option. Yet other times it is an option and connected. Even when it does recognize the Bluetooth headset sometimes in the middle of a conversation the icon will change, not showing the Bluetooth in the middle of a conversation, and I have to immediately pick up the handset to continue talking to my caller.

Also as previously mentioned I cannot answer the call. And I cannot disconnect from the call using the Bluetooth buttons or voice commands however if I Flip the call to my cell phone direct number, I then am able to take advantage of the cell phone features with a Bluetooth headset. There appears to be a fair amount of discussion about Bluetooth headsets with the desktop app but little or no discussions about the mobile app and a Bluetooth headset.
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WRP

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Often, my RC app says it's using bluetooth but it's not.  I have to click on the bluetooth button (in the app) when initiating a call to turn it off and then on again.
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Mike, Official Rep

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Can you tell us what device & OS you are using as well as which version of the RC Mobile App? 
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WRP

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Samsung Galaxy Note 4 running android 6.0.1.  RC app version 8.3.1.1.4.
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Mike, Official Rep

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Thanks WRP

If you have a moment, would you mind taking screenshots of those screens and posting them here.  We do not yet have a list of recommended/supported  mobile app bluetooth devices, but I'd like to gather more details including the model of your bluetooth device and pass this along to our Product Team. 

Mike 
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WRP

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Screenshots are not going to help you.  The RC App is in the foreground, the bluetooth button is active, but the call audio is directed to the phone, not the bluetooth device.  This usually happens when I return a call from a voicemail.  In other words, I'm listening to the voicemail on my bluetooth (my car, in this case) and I hit the call button on the RC app to return the call.  Suddenly, the call audio is on the phone instead of the bluetooth even though the RC app says its on the bluetooth.
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Mike, Official Rep

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Thanks for the additional details. So... it sounds like the connected bluetooth device is losing connection, or maybe a better way to put it, not giving priority to the RC Mobile app. Is that correct? 
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WRP

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No, actually, it sounds like the RC app is broken and doesn't handle BT connections properly.  Why would my BT device work just fine when I make phone calls using the phone, when I play music, when I do everything else, but fail when I use the RC app.  

Does RC take the position that RC Mobile only works with some BT devices.  Ok, so which car can I buy?  Seriously?  

Maybe I should factory data reset my phone and delete everything but RC - cause, you know - some other app might be interfering with it.

Don't bother responding.  I'm unfollowing this thread because it's useless.
(Edited)
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Jack Forman

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On this issue unfortunately I agree. Hopefully when they get their heads out of the sand they'll then try to actually figure out what the problem is. I've reported the same problems, but no one even responded to my report
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Cecile Glassy, Champion

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My RC Mobile App 8.3.1.1.4 on my Android phone forces you to press the AUDIO button to answer call using Bluetooth headset even though the headset is already synched to the phone.   It did not do this before about week or two ago.  This is really aggravating, as I am on the phone as the main SuperAdmin for RC at our organization all day every day during the week.   This means I must hold the phone and look at it to press the AUDIO button every time a call comes in.   ALSO really bad for when driving a vehicle. 
(Edited)
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Mike, Official Rep

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There's now version 8.4 available for Android. Try updating the app and then let us know what happens. 

Mike 
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Mike, Official Rep

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Cecile, can you also let us know what model of bluetooth device you are using. I do know our Product Team is taking a look at various models and in the future we'll hopefully have a list of tested & recommended models.  

Mike
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Cecile Glassy, Champion

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We have 2 versions of the same headset in widespread use in our organization, LG Tone 730,  LG Tone 750.  We covered these with your engineering team when they were here onsite about 2 weeks ago and requested these become officially "supported" devices as we have successfully had them in use since June 2016..   We have upgraded the mobile app to 8.4.1 and will report back as results are gathered today.  
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Mike, Official Rep

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Thanks Cecile,  Any feedback is appreciated!
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Cecile Glassy, Champion

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The updated Mobile App is not working with these --- RC  version 9.0.2.1.6  --- when using on Android Samsung S7 phones running Android 6.0.1
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Cecile Glassy, Champion

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Mike - I did initiate an open support case on this with all the pertinent details. 
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HERRING

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I'm having the same issue with the Android app refusing to use my Plantronics Voyager Legend headset for calls. My BT will be connected, I'll make a call, and the audio/mic will switch to my handset. I'll manually switch it back to BT, and it switches right back to handset a second later. This is an unacceptable failure in basic functionality!
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Michael G

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I am using my Plantronics Voyager Legend as well with my Nexus 6p. I'm on the RC Version 9.0.2.1.6. The Android OS version I'm on is 7.1.2. I'm unable to use my bluetooth headset at all with the app (IE - making, receiving, etc...).
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Cecile Glassy, Champion

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03-28-2017 I updated the mobile app this morning, and am having the same issue with Android version of the Ring Central Mobile app 9.0.2.1.6 --- bluetooth no longer working properly since updating the mobile app on my Samsung S7 which runs Android OS ver6.0.1 
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Mike, Official Rep

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Herring, Michael G, and Cecile,   It might be a good idea to open up a support case.  Can you please include details...

Are you sure this behavior started after updating to 9.0.2.1.6 ?

Your device make, model, OS version?

Make & model of bluetooth device?

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Cecile Glassy, Champion

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Yes I just updated to the 9.0.2.1.6 version this morning and that was when this happened. Samsung S7 Android running OS 6.01    headset model   LG Tone 730    and RC Mobile version 9.0.2.1.6 -  I use my headset every all day and this is the first issue I have had using it with Ring Central . 
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Bergman

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I have a Samsung Galaxy and a Motorola HK250 Bluetooth headset. While they used to work perfectly with the Ringcentral Mobile App, now I also cannot answer a RingCentral call anymore using the call answer button on the Bluetooth. Once the call is answered by tapping the phone, I can talk via the Bluetooth, so pairing with the phone is not the issue.

The RingCentral Mobil App version on my phone is 9.0.2.1.6 

Not sure if the problem started with this latest update or an earlier version (had not answered calls with the bluetooth headset for a few months).
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Mike, Official Rep

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Bergman, Can you also open a support case?

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Mike, Official Rep

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Hey everyone.  I'm collecting some info here for our Product Team.  Can you all reply with the make and model of the Mobile Blue tooth device that you are wanting to use? Include any that were working, but no longer work for some reason.  I"m hoping to come up with a list of supported devices so the more feedback we get from you all the better.

Mike
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HERRING

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Tier 2 tech support was supposed to call me today to troubleshoot this issue. Even though I've all but given up on this, I blocked out time for it. No call. Getting real tired of Ringcentral wasting my time.
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Mike, Official Rep

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I've sent a followup to the agent working your case to reach out to you Herring.

Mike
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Cecile Glassy, Champion

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04-17-2017:  Our currently in use Bluetooth headsets with RIngCentral's Mobile App and HeadsUpDisplay (via RingCentralForWindows) are:  

  • LG Tone 730
  • LG Tone 750
  • LG Tone 760
(Edited)
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Leo Haasbroek

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I have the following BT headsets:
  • Jabra Supreme
  • Plantronics Voyager 5200
I have the following phones:
  1. Nexus 6P (Android 7.1.2)
  2. Samsung S7 (Android 6.0.1)
I have RC 9.0.2.1.6 installed on both phones.

I have used both headsets on both phones and the problem is the same.  I can answer/end calls on the native Android phone app from my headset, but not on the RC app.  The rest works fine.
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Mike, Official Rep

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Sorry I don't have an ETA, but our team is currently testing several models.  I'll update this thread when we have some recommended models.

Mike
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Eric Meyers

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Any update on this? Using a Samsung Galaxy S8 and a Plantronics PLT headset- the answer/end button doesn't do anything at this point.
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Mike, Official Rep

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Sorry we still do not have a list of supported/recommended devices.
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Turner Hayes

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I would also like to know if the Voyager 5200 full integration with the Windows App would be possible, since it is the replacement for the Voyager Legend which currently is fully integrated.
(Edited)
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PIERSON

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I have a slightly different Bluetooth problem.   My iPhone (6S Plus on 10.3.1) connects to the Bluetooth in my Volvo S60   for normal Mobile calls, music, etc.     Consistent and reliable.   The RC app on my iPhone wont work over the Bluetooth.   I have to use the Handsfree.   But the phone is still connected over BT.  Strange.
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Luke, Training Specialist

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It's hard to say exactly what could be going on here Pierson, but my first guess is CarPlay functionality. Which year is your car, do you know if it is compatible with Apple's CarPlay? Could you ensure that integrated calling is enabled in the RingCentral app as shown on the Integrated Calling overview page?
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PIERSON

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My car is. 2012 Volvo S60. Integrated Calling is enabled. It does work if I change to Bluetooth on the car, but it won't connect on the phone integration (other apps do)
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Luke, Training Specialist

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It looks like CarPlay is not responsible for the issue, as that model car doesn't appear to have the functionality. Could you clarify what you mean when you say that you have to use hands free to use the RingCentral app in your car, but that it works when you switch to Bluetooth?
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PIERSON

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For clarity - the Volvo does not have Car Play.   My mobile works fine with it (connecting through Bluetooth to give full integration) when using my cell number.  However, for me to make a call with RC, I have to change it Bluetooth (not the Phone Integration).  Other telephony apps connect fine.
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Luke, Training Specialist

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Could you explain a bit more on what connection is active when other calling apps are using your car through bluetooth, and what you have to change for the RingCentral app to work through bluetooth. If you could provide some screenshots of the settings that work for other apps vs. what works with RingCentral that would help me understand what might be going on here. Thanks.
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Russ Mellnick

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I use the LG HBS-750 bluetooth RC mobile will not use this device. Even though I use it with all my other calls from IPHONE, magicJack. thought it was the headset bought another
Soundpeats Soundbeats QCY QY7 Bluetooth  this one doesn't work either.
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Constance

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I have this same problem LG HBS-750 headset + Samsung Note 4 phone. Bluetooth connected and works fine with everything but Android Ring Central App. I have to pick it and tell ring central to switch audio connect to bluetooth. Most annoying.
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Cecile Glassy, Champion

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06-06-2017  Thanks for that updated info Mike.  Can you comment on what the RingCentral plan is for testing and approving additional affordable Bluetooth headsets from other manufacturers than Plantronics?  The "approved" model is staggeringly expensive  around $375.00 per headset.   The ones we are using with RC HeadsUpDisplay are: LG Tone 730  are $49.00 ea and and LG Tone 750 $69.00 ea respectively.  What is it going to take to get these models approved officially?  Since we have over 2000 users - we cannot shell out $375.00 per headset - that is just too cost prohibitive.   This is coming to be an issue since our user-spending caps are coming to the new fiscal year July 1.
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Cecile Glassy, Champion

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Further clarification: We need the headsets to be fully functional with the RingCentral HeadsUpDisplay and the RingCentral Mobile App for Android to answer calls as they come in without having the manually touch the phone, and to hangup calls when the user is done with their call from the headset "answer/hangup" button
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I did get some feedback from our product team, but it's still too early to give a definitive answer for when, or if this will be supported.  The issue is with the Android OS not giving permission for 3rd party apps to answer calls through the Bluetooth device. We are hoping they open it up, but have not received confirmation yet.  We'll update this thread when we have something definitive.

Mike

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Cecile Glassy, Champion

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Thanks Mike for the update, a lot of us are waiting with anticipation for this resolution!
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Brad Rundbaken

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It is very disappointing that we can not answer a call on our cell phone while using a bluetooth.  This is a basic function most of us need since many of us are routing calls to our cell phones.  

There has to be a way to fix this asap.
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Bill Parkinson

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I have Ring Central for Android 9.2.2.1.5 and when calls are fowarded to my Android phone when it is in Android Auto mode, when I am in my truck, it say s press one to answer, which means it is not hands free for driving, which means it is not legal in my province. Is this a setting? All other calls come in and I can hit the Phone button on the steering wheel to answer but Ring Central calls require that I pick up the Phone and do something. In order to answer a call I have to grab thee phone, shut down Android Auto and try and get to the phone app and hit 1 before it hangs up. This needs to be fixed or I need to delete the App.
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Saadet - Community Moderator, Official Rep

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Hey Bill, 

You can turn off that "Press 1" prompt by following the instructions in the link :)
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Ryan Swarts

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Sennheiser bluetooth also doesn't work with the RingCentral mobile app. The ticket and discussion yesterday was a bleak one - there is no list of approved bluetooth devices for the mobile app and there's no apparent work towards one. I appreciate the reminder that this can be managed in another way, though:

-Manage the call forward through the portal 
-Toggle the mobile app on and off
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Cecile Glassy, Champion

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2087 USA based users, 28 different sites,  3800 DID lines - all Polycom VVX500 phones

2018- 10-10 Thanks for reporting this model we were considering - we will add it to our Bluetooth Headset issue tracking

http://ringcentraladminusersgroup.org/faq/headsets.html